Despite its renowned reputation and global presence, Mizuho OSI faced several pressing challenges that needed addressing. They had to transition from their existing Field Service Management system, Service Max, to Salesforce Field Service Lightning. This shift was essential for enhancing service productivity, ensuring timely service delivery, and providing quicker, more effective responses in the field.

The company aimed to improve the efficiency of scheduling service appointments, optimize schedules by factoring in technician availability and territory management, and establish clear service standards within SLAs. Additionally, Mizuho OSI sought to refine inventory management processes, establish work order checklists, and utilize the Salesforce Field Service Mobile App for real-time access to work order statuses. Comprehensive training sessions for Salesforce Field Service Lightning and Service Cloud were also necessary to maximize functionality utilization.

To tackle these challenges, Mizuho OSI enlisted Redtag. Redtaggers went on to implement a comprehensive solution centered around Salesforce Field Service Lightning, enhanced with additional features of previously introduced products like Einstein for Service. Here's how Redtag's solutions broke down the challenges faced by Mizuho OSI:

Salesforce Field Service Management. Redtag implemented Salesforce Field Service Management to streamline field operations, optimize service delivery, and drive operational efficiency. This solution allowed Mizuho OSI to enhance customer satisfaction and make data-driven decisions.

Field Service Mobile App. Integration of Salesforce Field Service Mobile App empowered Mizuho OSI technicians with real-time access to work order statuses. Technicians could create cases, work orders, reports, collect verification signatures, and communicate easily with dispatchers, making them more efficient and responsive on-site.

SLAs and Entitlements Process. Configuration of tailored SLAs defined service levels and priority classifications. Redtag developed entitlement templates with durations and conditions for verification, providing predefined configurations for common SLAs. This saved time and ensured consistency in service delivery.

Service Territories and Operating Hours. Setting up service territories linked to corresponding technicians' zip codes ensured efficient scheduling and resource allocation. This configuration allowed for better fulfillment of service appointments based on actual service regions and operating hours.

Work Order Management. Redtag team established work types and parent work orders for different job requests. We also created work plan checklists within work orders, ensuring further utilization in service reports and enabling technicians to comment on each checklist.

Warranty Management. Another improvement included the development of warranty terms for Mizuho OSI products and services. This ensured accurate tracking of warranties for each customer and their purchases.

Inventory Management. Redtag organized inventory management within warehouses, creating optimized layouts and storage solutions for efficient retrieval. This focus on inventory management helped streamline processes for technicians and dispatchers.

Maintenance Schedule. A maintenance plan for Mizuho OSI assets was created, defining conditions for technician visits using a maintenance work rule. This proactive approach allowed for regular upkeep, servicing, and inspection of equipment, preventing breakdowns in the long run.

Service Cloud Enhancement. Redtag introduced case management processes with case generation automation, Omni-Channel support with critical channels like Service Cloud Voice, inbound cases, embedded live chat, and skill-based routing. We improved user experience with a utility bar for important functionality and leveraged Knowledge to help resolve customer issues.

Einstein for Service. The agents were empowered with enhanced knowledge thanks to Einstein Article Recommendations, Einstein Bots for case resolution, and Einstein routing for better case classification. Einstein Work Summaries for automatic case overviews was also added.

Service and Estimate Reports. Custom reports were designed, as well as customized standard Salesforce Field Service Lightning reports to analyze overall service performance. These reports covered completed work orders, service response times, technician productivity, and customer satisfaction.

SAP Integration with Jitterbit. Adjustment of the integration between Salesforce and SAP via Jitterbit ensured bidirectional sync for scenarios like Quote to Cash, Delivery, and Service Contract amendments. This seamless integration facilitated efficient data transfer and process alignment.

Migration. Redtag assessed and mapped data stored in Service Max to corresponding fields in Salesforce Field Service Lightning, ensuring a smooth data transfer. This migration process ensured that Mizuho OSI's historical data was preserved and made fit for purpose in the new system.

After implementation, comprehensive training sessions were conducted to enhance operational proficiency and maximize the potential of Salesforce Field Service Lightning and Service Cloud. Redtag provided ongoing support to ensure successful adoption and sustained use of the new system.